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Service management program

A, objective

Specification for service management, improve service quality, enhance customer's trust.

In two, scope of application

This procedure applies to products of the pre-sale, sale, after sale service.

Three, the definition

1, pre-sale services: in the company's products not sold to customers before the company, safety, use, repair, maintenance and other aspects of product knowledge, training services.

In 2, the sale of services: in the company of the production period and during transport and services.

In 3, after sale service: in the company's products used in customer vehicles, due to product quality and service quality to cause problems and answers to exclude

Four, work flow

Responsible department

Business process

Key points and recording / input

Output
Business Unit Start

 

 
Business Unit Business Unit Customer Inquiry (product model, price, packaging, Warranty Services Warranty Services: Where is properly installed and used under the conditions of the compressor itself quality problems caused by mechanical failure, in the year of the warranty period,the company will be responsible for new machines replace or repair free of charge.)
2, business unit disk (quotes, check and inquiries, respond to customer)
3, promote the company's products enable customers to learn more about the company and its products.
4, companies selling products and new products to sell to customers.
5, after repeated communications the customer acceptance disk.
6, customer orders can be produced, or is temporarily unable to produce the products go to the "Contract Review Process"
7, the mode of payment and delivery of the communication,
8, customers pay a deposit, payment and delivery or customers see a copy of the bill of lading to pay the balance.
 
Business Unit The sale of services services 1, "the production task list entry" pushdown "production picking single" print production task list to do the circulation card
2, the installation workshop collar material production
3, production orders, tracking and tracing (production schedule, packaging requirements)
4, normal delivery of the warehouse contact with the freight forwarding and shipping, freight forwarding pass into the warehouse receipts
5, delivery orders postponement of members reported to the department managers, department managers, in consultation with the production manager
The 6,5 hour production manager inform solutions
7, the production manager survey postponed reasons
8, customers confirm delivery after halfway and requires the delivery of advance, within the foreign trade manager to organize departmental assessment
9, in advance of sales staff directly audit can not advance with the customer to explain the reasons to maintain the original delivery of the first part of the delivery or the customer's consent.
10 product storage (see K3)
11, sale orders stocking warehouse officials under orders Members
12 cargo ready cited the K3 "sales orders" do "Sales Delivery" and audit
13, orders members cited K3 "the Sales Delivery" to do "sales invoices and print
14, the department manager the audit unit price and signature
15, pick a single member of their sales invoices, check the inventory of goods
16 warehouse staff with a valid sales invoices shipments
17, foreign trade with carry warehouse receipts the shipment Jincang, domestic trade contact logistics delivery driver to fill out a contact card left to pick a single member to facilitate the tracking and tracing of goods.

Sales Order Entry, <production task list entry> <Picklist entry> <product storage single entry> <product storehouse entry> <sales invoice entry> <contact cards>

, <Into the warehouse receipts>


Business Unit After-sales service

, Foreign trade: whether the tracking and tracing of goods (goods arrived at the designated location)
goods sent customer payment (after T / T way)
③, the shipment of the goods sent to the customer specified port
④, confirmed that the bill of lading with freight forwarding, freight out of the bill of lading mail I
⑤, to confirm the receipt of full payment, I mailed the clearance documents and bills of lading to customers, facilitate customer delivery,
⑥, asked customers whether the goods are safe and arrive on time, asking customers receive goods inventory reconciliations,
2, domestic trade: Biography consignment note to clients, to facilitate customer inquiries
②, tracking and tracing of goods (whether the goods arrived at the designated location)
customer payment after the goods sent
④, ask the customer to receive goods inventory check.
3, customer complaints handling: business unit or department to receive customer calls (visit), patiently listening to customer complaints or complaints, to record the views of customers, and conveyed to the relevant departments in a timely manner, identified as belonging to the non-conforming product should take remedial measures and treatment in accordance with the unqualified control procedures ".
4, as a result of quality problems caused by the return, replacement or replenishment Reference Return Process and K3 <return memo> Scarlet Letter sales invoices, sales orders "sales invoice.
5, a return visit,
6, go to <customer satisfaction management program>.

<Bill of lading>, customer complaints, complaining about record ledger Return Process "," return memo entry "," The Scarlet Letter sales invoice entry <customer satisfaction survey>
End
Business Unit End   <Customer satisfaction survey>
 
V. record form
Sixth, the relevant documents
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